IT management, simplified. Real-time IT management solutions for the new speed of business
Underpinning of a successful IT help desk
Incident management in ServiceDesk Plus
Say hello to Zylker IT FOLKS
BUSINESS USERS
SCOTT IT TECHNICIAN
DAVE HIRING MANAGER
JASON IT TECHNICIAN
CIO MARCUS
CATRIN IT SERVICE MANAGER ADAM IT TECHNICIAN
WENDY HR
JOHN END USER
Zylker IT upgrades to Windows 10 Incident management with ServiceDesk Plus
Zylker in trouble! Things don’t work as planned. Tickets Tickets are are pouring in!
THE IT TEAM
ds oards Th yboar keyb Thee ke ing int po ing and int po and ing giving are giv device icess are dev tro le! uble! troub
VPN VPN drops drops connection!
s. ints. plaint compla I’ve got com I’ve got tebooks no e som ly, ent Appar n’t don’t M do RAM MB RA wit 5000 MB withh 50 ati rm on.. info ation rm the all info e the eiv all rec e receiv the II don think the ’t think don’t four KVM -portt KVM four-por switc are hes are switches com le! patible! compatib
The firewall and DLP DLP software software don’t run on Windows 10 VPN drops co conn nnec ectio tionn
Adam the San Adam from from the San Francisco Francisco site site
Scott, Scott, company company wide wide support support
Jason the Los Jason from from the Los Angeles Angeles site site
How things should work STEP 1 Catrin the Windows Windows 10 Catrin assigns assigns the 10 upgrading upgrading to Jason and Adam in their respective sites. sites. Scott is in charge of the company wide wide upgrading. upgrading.
STEP STEP 2 2 The The IT IT technicians technicians add add relevant relevant solutions solutions to to the the knowledge knowledge base base to to help help resolve resolve the the upgradeupgraderelated related incidents. incidents. STEP STEP 3 3 Catrin Catrin makes makes a a company-wide company-wide announcement about about the the Windows Windows 10 10 upgrade upgrade in in ServiceDesk ServiceDesk Plus Plus so so that that all all users users are are aware aware of of it. it.
STEP STEP 5 5 Catrin Catrin automates automates the the workflow workflow for for the the anticipated anticipated incidents and directs the tickets to the assigned assigned IT IT team team for for the the Windows Windows 10 10 upgrade. upgrade.
STEP STEP 4 4 Scott Scott creates creates relevant relevant forms forms and and incident incident templates templates and and makes makes them them available available in in the the service catalog. catalog. This This prepares prepares them them to to handle handle incidents incidents that that may may be be triggered triggered by by the the upgrade. upgrade.
How things work at Zylker!
Who has an update?
What’s the status? I need an update NOW!
Who is taking care of the Los Angeles issue?
I need to know how many tickets we have from the Los Angeles site.
I took care of two tickets earlier today. Where are the rest?
Um… I’m not sure if I should work on the VPN connectivity issue first or the tickets from the San Francisco site.
We don’t have much time to resolve this. Productivity is at stake! I have no clue on how many tickets we have received from each site.
The domino effect How a series of events impacted productivity at Zylker LACK OF SLA Without proper SLA management, resolution times were longer.
POOR TRACKING SYSTEM No proper mechanism to track IT tickets delayed the resolution process. POOR COORDINATION BETWEEN SITES Lack of coordination between sites led to disorganized request management.
LACK OF OWNERSHIP Technicians were unaware of their responsibilities and the lack of ownership led to chaos and SLA violation. LACK OF A STREAMLINED WORKFLOW Lack of a proper workflow led to pending tickets and tickets were assigned to wrong the technicians.
LACK OF AUTOMATION Lack of automation to prioritize and assign tickets to the right technicians resulted in delayed response and resolution time.
Incident management with ServiceDesk Plus ServiceDesk Plus to the rescue!
A
CUSTOMIZED WORKFLOWS FOR SITES FEATURES: SITES AND BUSINESS RULES
Zylker is a fairly large organization with multiple sites. To manage all the sites on a common platform, Catrin, the company’s IT service desk manager and admin, creates separate workflows for each site in ServiceDesk Plus. For each site, she automates default workflows using business rules.
Catrin creates two separate sites for Los Angeles and San Francisco.
Creates a new business rule to divert all incidents from the Los Angeles site to Jason.
DEFINING RESPONSE AND RESOLUTION SLAs FEATURE: SERVICE LEVEL AGREEMENTS
Catrin defines high response and resolution SLAs for the ‘Windows 10 upgrade’ issue.
Catrin creates stringent response and resolution SLAs for the Creates a new Windows 10 business rule to upgrade issue. divert all incidents from the Los Angeles site to Jason.
CREATING A MASTER TICKET FOR THE WINDOWS 7 MIGRATION FEATURES: REQUESTS
Catrin creates a master ticket for the Windows 10 migration for Zylker using the ‘Requests’ module. Sets the impact, urgency, and priority of the incident. Catrin creates a master (parent) ticket for the Windows 10 migration.
CREATING DEPENDANCIES BETWEEN REQUESTS FEATURE: ADD DEPENDENCY
Catrin adds all the tickets pertaining to the Windows 10 upgrade as dependencies to the master (parent) ticket. This will help technicians keep track of the tickets that need to be worked on before the master ticket can be closed.
Catrin merges the tickets to the parent ticket. Catrin adds the tickets as dependencies to the master ticket.
CREATING DEPENDANCIES BETWEEN REQUESTS FEATURE: DEPENDENCY MAP
The dependency map helps keep track of relationships between the tickets. Creates dependencies between tickets as seen in the dependencies map.
Makes the master ticket the parent.
CREATING NOTIFICATION RULES FEATURES: NOTIFICATION RULES AND TEMPLATES
Catrin enables the notification rules to ensure that the technicians stay updated on ticket (request) creation and on the progress of the tickets. She also modifies the notification templates specific to each event to enhance response time.
Catrin enables notifications to alert technicians on important updates. Catrin customizes the request (ticket) notification templates.
CREATING TASKS FEATURES: TASKS AND TASK TEMPLATES
Catrin defines the task templates and adds tasks to the parent ticket so that technicians can finish those tasks required to close the parent ticket.
Catrin creates tasks templates in the admin module.
Associates the task template to the appropriate task in the parent ticket.
A happy ending with ServiceDesk Plus! NOTIFY Automated notifications ensure that technicians are alert at all times.
3
2
4 DEPENDENCY
1
CREATE The master ticket is created in the portal.
AUTOMATE Using business rules, preconfigured workflows are created and the tickets are prioritized and assigned to relevant technicians. SLAs ensure response and resolution times and timely escalations.
Tickets added as dependencie s to the parent ticket allow technicians to manage all the tickets pertaining to the issue in one place.
TASKS Tasks allow technician s to have their own “to-do� list.
CLOSURE Dependencies created ensure that the child tickets are closed automatically on closure of the parent ticket.
5 6
What customers say ServiceDesk Plus has been a great decision both functionally and financially. James Arnold Service desk manager Manhattan Associates
100,000+ IT service desks 700,000 IT technicians 185 Countries worldwide
Get ServiceDesk Plus
Join the 100,000+ IT help desks worldwide.
Have questions? Drop us a line at hello@servicedeskplus.com
Sign up
for a 30-day free trial.